WO2001009784A1

WO2001009784A1 - Consultation business support system

Info

Publication number: WO2001009784A1
Application number: PCT/JP2000/005025
Authority: WO
Inventors: Shusuke Kobayashi; Masasuke Ishibashi
Original assignee: Aioi Insurance Co., Ltd.
Priority date: 1999-07-29
Filing date: 2000-07-27
Publication date: 2001-02-08
Also published as: EP1202197A4; US6704644B1; EP1202197A1

Abstract

A consultation business support system capable of immediately responding to consultation, inquiry and the like from a client, in which, when receiving a liaison of various consultations from a person asking the consultations, a suitable measure is rapidly guided, so that a consultation business can be smoothly executed, is provided. If there is an inquiry from the person asking the consultations, a client is specified from a data base (8) by client retrieval means (10). By procedure guide means (11), selected items corresponding to consultation contents are displayed in display means (4a) and, further, the consultation contents corresponding to the selected items are successively displayed. An operator conveys each time a guide content, and successively deals with the consultation contents. In case of accident/trouble of a vehicle, accident location retrieval means (12) retrieves a location of the object vehicle on a map and registers it. Further, it retrieves a warehousing destination of the vehicle, and computes a distance from the present location to a location of the warehousing destination.

Description

Specification

Technical consulting support system

The present invention relates to a system for supporting consultation services for responding to consultations and inquiries from customers, and more particularly to a system for promptly responding to inquiries about automobile accidents and breakdowns from customers at a non-life insurance company, such as a customer service center. Related to a consultation service support system. Background art

Insurance handled by property / casualty insurance companies, such as car insurance, provides consultation services that immediately receive guidance on the occurrence of a car accident during the term of an insurance contract and provide guidance on how to deal with this accident. Similarly, when a car failure is reported on the road, the appropriate guidance is given.

However, in the past consultation work, the staff members who received telephone calls based on manuals etc. deal with each individually, and it was necessary to uniformly supervise the work contents of each staff member.

In this consultation work, after confirming whether there is a contract from the contractor's name, securities number, user company, telephone number, etc., the consultation is done and the plan corresponding to the contact is made. For such guidance, for example, in the case of a car accident, it is necessary to specify the vehicle, the accident site, whether or not there is a contract with a street service company, the number of passengers, whether or not to contact the police, etc. It is necessary to do so.

In the past, it took time to identify the site of an accident due to the movement of an accident vehicle, and it was necessary to search for a street service company in the relevant area.

In such cases, it was not possible to provide certain guidance services, such as the inability to provide appropriate guidance depending on the proficiency of the staff, and the different guidance provided by the staff. In addition to the above-mentioned road breakdowns, there are a wide variety of other guidance services such as complaints handling, consultation and inquiries on insurance contracts, and these consultation services are It has been desired to provide a means that can be performed smoothly.

The present invention has been made in view of such problems, and can promptly provide an appropriate measure when receiving a notification of various consultations from a consultant, and smoothly perform consultation services. The purpose is to provide a consultation service support system that can be used. Disclosure of the invention

The consultation service support system according to the present invention is a system for supporting the consultation service of guidance corresponding to the consultation content of a consultant, and guides a selection item according to the consultation content from the consultant in a selectable manner. A processing means is provided for sequentially instructing the guidance contents corresponding to the consultant every time a selection item is selected.

According to the above support system, it is possible to select a selection item according to the content of the consultation and sequentially transmit the guidance content instructed to the consultant, thereby performing the consultation service.

The processing means guides a selection item according to the content of consultation from a consultant so as to be selectable, and sequentially guides the guidance content to be transmitted to the consultant every time the selection item is selected; and the procedure guidance means. Statistical processing means for statistically processing the contents of the consultation work performed by each statistical item. As a result, the contents of the consultation service can be statistically processed for each statistical item, and the efficiency of the consultation service can be improved.

Further, the support system of the present invention guides the user to select a selection item indicating a countermeasure procedure in the event of a failure of a vehicle on which the specified counselor is riding or an accident occurs. Procedure guidance means for sequentially instructing the guidance contents to be transmitted to the vehicle, and vehicle position search means for starting the procedure when the procedure guidance means specifies a vehicle failure or an accident occurrence location and for registering the current position of the vehicle. By preparing, the consultant can be specified by the customer search means, and the procedure guide means sequentially guides appropriate countermeasure procedures corresponding to the consultation of the consultant. When executing the guidance instruction, the vehicle position searching means searches for the current position of the vehicle and can perform appropriate guidance regarding vehicle movement.

Further, the vehicle position search means uses the map information of the digital map The vehicle position and the location of the storage location of the vehicle can be searched, the distance between the two points can be calculated, the movement of the vehicle to the storage location can be quickly guided, and the short-distance storage location can be determined. Be able to guide.

Further, it is possible to provide a statistical processing means for statistically processing the contents of the consultation service performed by the procedure guide means for each statistical item, and to statistically process a consultation service at the time of a vehicle accident or failure consultation. It can be used for consultation work after post-processing.

Other objects and features of the present invention will become apparent from the following detailed description based on the accompanying drawings. BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 is a block diagram showing the configuration of the support system according to the present invention.

FIG. 2 is a diagram showing a message confirmation screen displayed during the guidance service.

FIG. 3 is a diagram showing a guidance screen for accident processing.

FIG. 4 is a diagram showing a search screen for a consultant.

FIG. 5 is a diagram showing a search processing screen.

FIG. 6 is a diagram showing a display screen of the searched customer information.

FIG. 7 is a diagram showing a selection processing screen for selecting a report form from a consultant.

FIG. 8 is a diagram showing a confirmation screen of the insurance policy.

FIG. 9 is a diagram showing a status confirmation processing screen.

FIG. 10 is a diagram showing a map search screen for searching for the position of a vehicle. FIG. 11 is a diagram showing a vehicle position registration state on a map.

FIG. 12 is a diagram showing a confirmation screen for a site solution.

Fig. 13 is a diagram showing a guide screen for selecting the destination of the vehicle and the selection of a tow dealer.

FIG. 14 is a diagram showing a selection state of a road service provider or the like on a map. FIG. 15 is a diagram showing a screen for arranging a vehicle storage destination.

Figure 16 shows the display screen of the expense settlement. FIG. 17 shows the display screen after the arrangement is completed.

Figure 18 shows a screen for recording the results of this consultation service.

FIG. 19 is a diagram showing an arrangement table for the arranged towkers.

FIG. 20 is a diagram showing a contact table addressed to the consultant in which the contents of the consultation are described. FIG. 21 is a diagram showing a list of receptions for guidance services.

FIG. 22 is a diagram showing a tally state of the reception list for each category.

Figure 23 is a diagram showing a list of arrangements made in the guidance business using the support system. BEST MODE FOR CARRYING OUT THE INVENTION

An embodiment of a consultation service support system according to the present invention will be described below with reference to the drawings.

As shown in FIG. 1, the consultation service support system of the present invention is roughly constituted by an input unit 2, a processing unit 3, and an output unit 4. This support system is installed at the non-life insurance company's consultation desk and supports various consultations from customers (consultants) who have subscribed to car insurance.

Hereinafter, an embodiment of the present invention will be described which supports an accident handling operation when an automobile (vehicle) driven by a consultant causes an accident on the road and is consulted by telephone.

The input means 2 of the consultation service support system of the present invention includes a keyboard ゃ, a mouse, and the like for inputting data and commands to the processing means 3. Further, the input means 2 has a function of causing the support system to execute new guidance processing when receiving a call from a consultant via a communication line 5 such as a telephone. Further, means for transmitting the contents of a request received from a consultant via the communication line 5 to the support system at all times, for example, a headset including a microphone and a speaker for mutually transmitting voices can be used.

Processing means 3: customer search means 10; procedure guidance means 11; accident location search It roughly comprises means 12, statistical processing means 14, and output control means 15. The processing means 3 is composed of a microprocessor for performing arithmetic processing and a general-purpose computer device including a memory such as a ROM and a RAM.By executing a consultation service support program, a consultation service for accident handling will be described later. Business support is provided by the processing operation.

The output means 4 can be composed of a display means 4a such as a CRT or a liquid crystal display, and a printing means 4b such as a printer. The display means 4a displays the processing contents and processing status of the support system, the operation contents of the input means 1, and the like.

The customer search means 10 is a program set in the processing means 3 for searching the customer information of the consultant from the database DB stored in the storage device 8. Search content includes customer name, securities number, vehicle registration number, telephone number, etc.By entering search information using input means 2, it is possible to instantly identify whether the consultant is a customer who has insurance contracts. can do.

At the same time as confirming the customer, the system enters a standby state for accepting a consultation for an inquiry, and thereafter, the information input from the input means 2 is recorded.

Procedure guidance means 1 1 guides the operator in responding to consultations, and displays guidance procedures such as operator's operation details for responding to consultation contents (accident handling consultations) input from input means 2. Display the screens sequentially on means 4a.

The accident location search means 12 starts when searching for an accident location of a vehicle according to the procedure guided by the procedure guidance means 11, and registers the address of the accident location based on the consultation contents. At this time, map information is obtained from the map information means 12a in order to specify a specific place on the road.

The map information means 1 2a displays a road map such as a digital map stored in the map database 17 on the display means 4a by executing the map information display program, and key-addresses the address at which the accident occurred. And point the accident location on the automatically displayed map.

The statistical processing means 14 manages the guidance processing executed by the processing means 3 for each execution item, stores it in the memory means as appropriate, and displays a table for each execution item. Data is output by a method such as screen display on the indicating means 4a or printing from the printing means 4b.

The output control means 15 displays a guidance screen of an appropriate output form on the display means 4a in cooperation with each part when the guidance means is executed by the processing means 3. At the time of statistical processing, a print is output from the printing means 4b in a predetermined output form.

Next, the operation of consultation service support by the support system of the present invention will be described.

The operator conveys the contents displayed on the display means 4a to the consultant, and performs consultation work at the time of accident handling according to the contents sequentially displayed on the display means 4a based on the request from the consultant. Go.

First, when the power of the support system of the present invention is turned on and the ID and password of the operator are input, the support system enters an operation standby state. Note that while the operator is away from the desk, incoming calls will not be accepted.

When there is an incoming call from the consultant, the incoming call is displayed, and the procedure guide means 12 displays the message confirmation screen shown in FIG. 2 by the operation of receiving the incoming call. As shown, a screen showing the customer information of the consultant is displayed.

Here, on the left side of the screen, a list of selection items 30 for each consultation content is displayed, and an item corresponding to the consultation content is selected. Here, the continuation immediately after the accident, and the option item “immediately after the accident” is selected.

As a result, the guidance screen shown in FIG. 3 is displayed. At this time, the procedure guide means 11 will guide and display the counselor's countermeasures to the accident occurrence as guide item 31. The operator informs the consultant of this guide item 31 and guides them to take appropriate measures. Also, they will be instructed to contact them again after taking action, and the incoming call will be temporarily disconnected.

When there is an incoming call again from the consultant, and if "accident assistance" is selected in selection item 30 at the time of the above business confirmation, procedure guidance means 11 activates customer search means 10 as shown in Fig. 4. Display the search screen and search for the customer information of the consultant. At this time, a list 32 of accident guidance procedures is displayed on the right side of the screen, and a "customer search" item 33 for searching for a consultant is displayed.

"Customer search" item 3 When you select item 3, the search processing screen shown in Fig. 5 is displayed. The customer search can be performed by combining the user company, securities number, telephone number, vehicle registration number, name, etc., as required from the consultant, as necessary. In addition, customer information can be directly retrieved using the reception number issued at the time of the previous contact from the consultant, which can speed up the response at the second and subsequent contacts from the consultant.

FIG. 6 is a diagram showing a display screen of the searched customer information. By selecting items 3 and 4 at the top as shown in the figure, more detailed customer information on insurance contracts can be obtained. If the customer information of the consultant could not be retrieved, the customer can be provisionally registered by selecting “Provisional Customer Registration” 33 b shown in FIG.

When the customer information is obtained, the procedure guide means 11 displays a report form processing screen in the lower half of the display screen as shown in FIG. The report format can be selected from three items: 35, “Ex-post report”, “Site report (not notified by police)”, and “Site report (Police contacted)”.

For example, assuming that “Site Report” is selected, the system prompts the user to confirm whether or not vehicle movement has been arranged, and then proceeds to insurance policy confirmation processing. Figure 8 shows the insurance policy confirmation screen. As shown in the figure, the information 36 on the insurance policy relating to the searched customer's insurance contract is displayed.

When the confirmation of the insurance policy is completed, the procedure guide means 11 displays a situation confirmation processing screen shown in FIG. This screen displays the “Requested service”, “Current contact information”, “Self-propelled” of the accident vehicle, “Accident site”, “On-street service” The selection items 40 of “number of passengers”, “current position”, “home position”, and “return distance”, which is the distance from the accident site to the home position, are displayed.

In the selection item 40, in the item of "desired service", according to the request of the consultant, "arrangement of let's power", "arrangement of accommodation", "arrangement of alternative transportation", "repair" Arrangements for post-delivery ".

The item “accident site” is selected from “home”, “general road”, and “expressway”. When the item of "current position" is selected, the accident location searching means 12 activates the map information means 12a to search for the vehicle position on the map. Similarly, for the item “Home position”, the home position is searched by the map information means 12a.

In the item "Home return distance", the distance between the current position and the home position can be calculated.

The map information means 12a is started by selecting the item of "current position" and displays the map search screen shown in FIG. On this screen, the digital map Map 45 is displayed. On the left side, selection items 46 from the address etc. are displayed. If you select “Search” in selection items 4 and 6, you can search for the current position with “Address search” or “Target search”.

In the case of "address search", the current location can be searched by selecting the "prefecture" and "address name" items given by the consultant. You can also enter your address directly. The searched current position is displayed on the map 45, and the display screen can be arbitrarily enlarged and reduced.

After selecting "Location" in selection item 46, select the "Register trouble location" item (not shown) and specify the position on the map 45 with a mouse or the like to register the current vehicle position. be able to. FIG. 11 is a diagram showing a screen on which a vehicle position (portion 45 a in the figure) is registered on the map 45.

As for “home position”, the home position can be registered by the map information means 12 a in the same manner as described above. Then, when the calculation of the “return home distance” is selected in the selection item 40 on the display screen of FIG. 9, the map information means 12 a calculates the distance between the “current position” and the “home position”. This calculation is to calculate the distance between the two points on the digital map.

On the confirmation display screen shown in Fig. 9, if you are satisfied with the “Self-propelled”, “Accident scene”, “Current car type”, “Road service member information”, and “Current location” instructions, Means 11 will then display the confirmation screen for site resolution shown in Figure 12. Show. According to the contact from the consultant, the selection items 50 of “Select Arrangement” were selected as “Wrecker Arrangement”, “Alternate Transportation Arrangement”, “Repair Arrangement”, “Accommodation Arrangement”, and “Other Introduction”. Guide selection. The “other introduction” is selected when introducing the surrounding area on the map with the current position as the center.

Here, when "wrecker arrangement" is selected as the selection item 50, the procedure guide means 11 next displays a guide screen for selecting a vehicle warehousing destination and a wrecker supplier as shown in FIG.

When the operator selection key 51 is selected, a recommended road service operator (removing force of the vehicle and a mobile operator) which is set in advance and a storage destination are set.

In addition, when the storage destination and the on-street service provider are manually set without selecting the vendor selection key 51 according to the request of the consultant, etc., select from the storage destination selection item 52. The selection items 52 include “recommended factory”, “customer designated”, “home parking lot”, and “unspecified” specified by the consultant as a destination for storing the accident vehicle. Selection of tow truckers: Item 53 allows selection from various road service providers.

At this time, as shown in FIG. 14, a road service provider can be selected on the map 45 using the map information means 12a, or alternatively, a road service provider can be selected from a regional list.

At this time, the map information means 12a calculates the distance between the "current position" and the "storage destination" position on the map information, and displays the distance in the "traction distance" item 54 in Fig. 13. Show.

In addition, the map information means 12a searches for the base of the road service provider near the "current position", displays the distance from this base to the "current position" in the item "Departure distance" item 55, and Based on the distance and the average distance included in the map information, calculate the “estimated required time” for the retsu power to reach the “current position” from the base and display it in item 56.

In the lower half of the screen, detailed items related to “storage destination” and “wrecker” are displayed. Here, the procedure guide means 11 displays on the display means 4a the estimated cost of the towed movement of the accident vehicle calculated by the statistical processing means 14 (not shown).

Next, the procedure guide means 11 displays the screen for arranging the storage destination shown in FIG. In this screen, the name of the selected street service provider is displayed on the display section 60, and the telephone number is displayed on the number display section 61. By operating selection item 62 in this state, you can make a call to the telephone number. At this time, the call with the counselor is held without disconnecting, so that the call is connected. In addition, if a street service provider is not selected, or if

In the case of a street service provider, the display section 60 is displayed as shown in the figure, and the ten-key item 63 is operated to make a call.

After this, when a three-party call including the consultant is made, the key 64 of the “customer hold release” key may be operated.

With the above, the arrangement of the contractor is completed, and the fee settlement for the accident consultation executed by the procedure guided by the procedure guide means 11 is executed by the statistical processing means 14.

Figure 16 shows the display screen of the expense settlement. As shown in the figure, various costs for moving the vehicle are calculated. If the accident is due to the other party, the counselor will not be charged (0 yen).

When the arrangement is completed, the original guidance screen is displayed (shown in Fig. 17), and the telephone with the consultant is disconnected by selecting the "Disconnect" item 66 at the bottom.

If you select “Result input” item 6 7, a screen (see Figure 18) will be displayed in which the result of the consultation work that the operator has dealt with this time is described. On the result input screen, the response status of the consultant can be described in “Customer response” item 70, and in the “Recruitment device communication” item, if the recruitment device communication is required, check item 7 1a of “Contact required” You can select and check, and enter the contents in the entry field 7 1b. Also, the next contact from this consultant If there is something to be aware of when responding, you can select and check the check item 7 2a in “Next Note Memo” and fill in the entry field 7 2b.

Thereafter, when accepting a consultation from the next customer, the user selects the “next customer” item 80 in FIG. 17 and waits for an incoming call. In addition, when the consultation service of the operator is to be terminated, if the “end” item 81 is selected, the consultation service by the support system of the present invention can be terminated.

Fig. 19 is a diagram showing the arrangement table for the tow dealers arranged in the above consultation work, and Fig. 20 is a diagram showing a contact table for the consultant similarly describing the contents of the consultation. These data are tabulated by the statistical processing means 14 in conjunction with the guidance processing of the procedure guidance means 11. The information in the arrangement table can be sent to the tow dealer, and the information in the contact list can be sent to the consultant via the communication line 5.They are printed out by the printing means 4b and mailed. Etc. can be sent.

Further, the statistical processing means 14 tabulates the reception list of the guidance service using the support system of the present invention and outputs the list to the output means 4, as shown in FIG. The tallying process is performed according to each setting such as a predetermined period.

By the way, in the above-described embodiment, the guidance service in the event of an accident has been described. However, the support system of the present invention is not limited to this. The guidance system necessary for business, such as guidance business such as consultation, can be guided in the same procedure as described above using the support system of the present invention.

FIG. 22 is a diagram showing a tabulated state of the reception list for each category. As described above, the statistical processing unit 14 lists the reception status of each classification during the predetermined period and outputs the list to the output unit 4.

Also, as shown in the list of arrangements in Figure 23, the statistical processing means 14 statistically processes the information of the consultant and the list arranged by the guidance services that were performed, such as street service providers, warehousing destinations, and decision making methods. Output to output means 4. Industrial applicability

As described above, according to the present invention, by selecting the selection items sequentially according to the content of the consultation from the consultant, an appropriate guide corresponding to the content of the consultation is transmitted to the consultant at the time of the timing. It can be effectively applied to consultation services that require prompt response.

In addition, by statistically processing the contents of consultation, it can be used for post-processing after consultation and subsequent consultation work, and more efficient guidance work can be performed.

In addition, in a configuration that responds to consultation in the event of a vehicle accident or failure, appropriate guidance from the time of a vehicle accident or failure, such as selection of a road service provider or a storage destination, can be promptly transmitted to the consultant. This has the effect of enabling vehicles on the road to move quickly.

Further, by searching for the vehicle position and the position of the parking destination of the vehicle using the map information of the digital map, it is possible to perform more immediate and practical guidance work.

Claims

The scope of the claims

1. A consultation service support system that supports the consultation service of guidance corresponding to the consultation content of a consultant. The consultation service support system guides the user to select a selection item according to the consultation content from the consultant. A consultation service support system characterized by a processing means (3) for sequentially instructing the guidance contents corresponding to the consultant.

2. The processing means (3) guides the selection items according to the contents of the consultation from the consultant so that they can be selected, and sequentially instructs the guidance contents to be conveyed to the consultant every time the selection item is selected. 2. A consultation service support system according to claim 1, further comprising: statistical processing means (14) for statistically processing the contents of the consultation service performed by the procedure guide means (11) for each statistical item. .

3. This is a consultation service support system that supports the consultation service for guidance provided in response to an accident or breakdown during the vehicle ride from a pre-registered customer, and compares it with pre-registered customer information. Customer search means (10) for specifying a consultant, and a selectable item indicating a countermeasure procedure in the event of a failure of a vehicle on which the specified consultant is riding or an accident has occurred. A procedure for sequentially instructing the guidance contents to be provided to the consultant for each selection of the selection item is activated when the vehicle failure or accident occurrence location is identified by the procedure guidance means (11) and the procedure guidance means (11). A consultation service support system comprising: a position search means (12) for registering a current position of the vehicle.

4. The position search means (12) searches for the vehicle position and the location of the parking destination of the vehicle using map information of a digital map, and calculates a distance between the two points. Consultation service support system described in item 3.

5. The contents of the consultation work performed by the procedure guide means (1 1) 4. The consultation service support system according to claim 3, comprising a statistical processing means (14) for performing statistical processing for each statistical item.